ComplaintsforMedical Guardian, LLC

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother passed on 1/6/23. The week of 1/9/23 I cancelled the service and was supposedly sent a Cease and Desist form. I did not receive it (searched my mailbox up and down). Due to the number of things going on, I did not recall needing a C&D as I called and cancelled. June rolls around and a $600+ charge was made to a card that she had. I am paying for a service that I cancelled in January because a C&D was not sent nor received, multiple times. It took a 25 minute hold and a CSR speaking to a manager and having the manager send the C&D for it to work. I am still out the money and will be trying to dispute it on the card that is now closed

  Business response

  06/29/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We refunded $643.42 to credit card on file on 6/23/2023 at 1:46 p.m.  The account is cancelled and close out as of 6/23/2023.  Again, we apologize for any inconvenience you may have experienced.

  Customer response

  07/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company oit if the blue charged my credit card and I have never had any business relationship with them nor know anything about them. I do not even know what they do or sell. So how did they get my credit card information to start with??

  Business response

  06/30/2023

  We apologize for any inconvenience you may have experienced.  Can you please provide us with the additional information listed below so we can effectively look into the charges on your credit card?  Thank you!

  Amount of charge

  Date of the charge

  Last for digits of the credit card associated with the charge

  Billing address of the credit card associated with the charge

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 21 April 2023 I sent Medical Guardian an email canceling my mother's medical alert service. Per the language on their website, service would be canceled upon receipt of a signed email with prorated amount of any prepaid services refunded, which is what I sent Medical Guardian. (The cancellation policy on its website has since been altered.) Despite my email, on 28 April 2023 Medical Guardian again billed my credit card $49.95; a charge which I immediately disputed. On 1 May 2023 I spoke with two very rude representatives of company who informed me I need to sign its "cease and desist" cancellation letter in order for the account to be canceled. No such letter was sent to me following my 21 April 2023 letter despite the company having my physical and email addresses. I informed the representatives of my letter of 21 April letter and the disputed CC charge, and that I would be filing complaints with BBB and ********************************************* They refused to cancel the service. I have never dealt with such a shady cancellation policy as Medical Guardian's.

  Business response

  05/15/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  On 5/1/2023,the credit card on file was refunded $49.95 and cancelled the account.  

  Again, we apologize for any experience that you may have experienced.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We used Medical Guardian Services for our Senior mother who has medical issues. We paid for the service for 3 consecutive years. She passed in April 2022. We called to cancel the service in May 2022. The company wanted their equipment back which is fair. They want a $50.00 restocking fee. I never signed an agreement with them nor did I agree to a restocking fee when I signed up for their service. Their restocking fee is basically a way to deliver a lower net check to us when the reimburse for the unused portion of the service. They have now invoiced me for another year of service, despite canceling AND after explaining to them that my mother passed, have not removed the current new charges. They have now sent me a note from their collections department. I will send them equipment back under the conditions of 1. Send me a copy of the agreement I signed (since I am the one who they are billing). 2. Waive the $50 restocking as I am not responsible since I did not sign an agreement with them. 3. Refund to me the entire pro-rated amount as of the date we canceled the service.

  Business response

  04/14/2023

   

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line ************* and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  I apologize for any inconvenience this may have caused.  In order for the account to be cancelled, we need the signed Cease and Desist letter returned to us.  The annual payment for 2/20/22-2/2023 was $335.  There is a lost equipment fee of $350. We will cancel and waive the past due balance with the returned and signed C and D letter, but there will be no refund.  

  Again, we apologize for any inconvenience you may have experienced.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About 7 years ago, my father passed away and the family needed a fall detector for my elderly mother. We choose Medical Guardian for a number of reasons. Within the last year, the services has diminished and failed us. About 6 months ago, I called to get a replacement device as we felt like the current device was not charging. We were told to clean it which we do upon charging. The current device takes at least 12 hours for my elderly mom to charge and wear again. This is not SAFE! It should take 3 hours accordingly to the pamphlet that it came with the device. Also, last weekend, my mother fell in the bathroom and the device DID NOT alert the local paramedics. She came through and pushed her button and they sent out the POLICE not a paramedic. The police came out and they put her back into bed no one evaluated her medically. The results were an inpatient hospital stay where our family took her. WHY? We trust and PAY this company to provide safety measures to help allow my mother to be independent. How could this happen? Why didn't the device alert a fall and alert the ambulance or paramedics? What do we pay for? We are requesting a replacement device after 7 years of paying you for this medical equipment and servicing and a discount for being a loyal client.

  Customer response

  03/28/2023

  Please close out this complaint.  This company has resolved my concerns.  
  
  ***************************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have spent over two months trying to cancel the service with Medical Guardian. They have never cancelled the service. Instead they sent a letter to my father telling him to return the equipment that we owned. He did not know what to do so he returned the equipment that was not the property of Medical Guardian. Instead of cancelling the account they kept our equipment and kept billing us.

  Business response

  03/30/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.

  Thank you for bringing this matter to our attention.  On 3/23/2023, we backdated the cancellation date to 2/14/2023 and refunded $213.06 to credit card ending in 44353.  The account is now cancelled and closed.  We apologize for any inconvenience you may have experienced.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I set up a Medical Guardian alert device for my mother a few years ago. We paid full price, a yearly price to get a reduced rate. Last September 2022, we moved my mother to assisted living where she no longer needed that device. I contacted the company to end the service and to get reimbursed for the months not used, which they said they would do. I have filled out the necessary forms twice. Sent them twice, and now on a third call, they are saying they have no record of having received the forms I sent by mail, to the address provided, either time. I feel they are cheating me out of having to reimburse.

  Business response

  04/14/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  
  We apologize for any inconvenience that may have been caused experienced.

  We received the signed cease and desist letter and cancelled the account on 3/28/2023. 

  Thank you for bringing this matter to our attention.

  Customer response

  04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I turned in a complaint against medical guardian late last year, they refunded the money, now they literally stole the money 98.36 off my credit card, a card they were not authorized to use. This has been problem after problem since my brother died Oct 31st 2022. First they refused to cancel, then they refunded money, now they have literally stolen the money off my credit card again. They need to be put out of business, they are criminals.

  Business response

  03/19/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.

  Thank you for bringing this to our attention.  On 12/2/2022, a refund was issued for $41.73 (prorated amount for 11/28 -12/27) and 12/13/2022 for $46.93.  The cancellation date was backdated to 10/31/2022. 

  Between 1/11/2023 and 1/16/2023, there was a charge back from the bank for $93.86 ($46.93 and $46.93) that were already refunded on 12/2/2022 and 12/13/2022.  

  No refund will be issued, as we already issued the refund 12/2/2022 and 12/13/2022 prior to the chargeback.

  We apologize for any inconvenience you may have experienced.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Medical Guardian is a fraudulent business practice. on 02/22/2022 in a vulnerable state I paid $502.07 for a malfunctioning device, after my mother experienced multiple heart attacks and open heart surgery. A few days later, I called to cancel my mothers subscription d/t the device not working. In addition I also stated that my mother suffers from paranoia and it's not convenient to continue such services, which was held against me during the dispute in a discriminatory manner. 03/2022 I was advised to mail back a signed form by my mother which in fact was mailed out. They claimed to have not received the document, however, never followed up to find out whether the services arebeing used. This medical alert is not safe given its malfunction and lack of concern for assistance for the short period used! My mother made sure to tell the company via device that it was not working. They took money out of my bank account again on 02/19/2023, this time I was given the choice of emailing instead. I was told that I would get reimbursed for last year and this year and they did not honor what they said. I request that they listen to the recording held on 02/21/2023 at 2:11p.m. On 02/25/2023 I received $449.80 and when I requested acknowledgement of the entire service NOT provided they instead used this as an excuse to say I got reimbursed for a money that was takenout of my bank account a week ago. They made it seem as if they were doing me a favor by returning the money that shouldn't be taken out in the first place. The resolution team manager left me a voicemail on 3/3/2023 at 2:14pm stating that $449.80 will be the onlyreimbursement without further discussing a plan for resolution. I would like to receive the $502.07 in full amount for a service that was cancelled on 03/29/2022 less then a year ago. It is time we stand for the safety of our love ones. This SCAM needsto come to an end!These are vulnerable scared elderly's! My name is ******* (daughter of ***********************) # ************

  Business response

  03/23/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We apologize for any inconvenience you may have experienced.  On 3/13/2023, we refunded $7.62 to the credit card on file ending in ****.  We called on 3/16/2023 and left a detailed message.  

  Again, we apologize for any inconvenience you may have experienced.

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ************
  
  

  Customer response

  04/05/2023

  I've reached out to medical guardian to discuss the cancellation of March 2022 but they continue to address the money they took out march 2023. This service was never provided.  My mother also notified them via electronic device that the device was malfunctioning. I made them aware immediately that I would be cancelling the service. On 02/21/2023 at 211pm the representative acknowledged that my amount will be refunded in full. This was not honored. This was truly a scam because they never followed up for the safety of my mother which completely neglects the purpose of the service, however, did not hesitate to stay with the money for a service immediately cancelled and never provided.
  
  Thank You

• Initial Complaint

  02/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My father died over 2 years ago. As part of closing his estate I contacted them and supplied the required paperwork. (This is the ONLY company I have had such issues with). Fast forward to 2/13/2013. I have contacted them numerous times to remind them services are not needed. They decided to continue with billing anyway. Now they are emailing me collection notices. Each time I call I get shipped off to "***********************" to handle. I never hear from this guy. Nobody at this company can deal with my issue but ******, as so I'm told. For an elderly person (that needs such services) such blatant fraud is elder abuse. I recommend to any person reading my complaint to NOT engage with any services with this company-As once services commence cancelling is impossible, even for the dead!

  Business response

  02/23/2023

  
  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us. 

  We left a voicemail for Bill on 2/22/2023 at ************ stating that the account will be closed and cancelled as soon as we receive the signed Cease and Desist letter back.  We emailed it to the email we have on file at ************************.

  Again, we apologize for any inconvenience this may have caused.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩